Mid Market Onboarding Coach
Core
Empower mid-market hotel customers to transform operations and adopt the Cloudbeds platform through strategic onboarding, training, and change management.
Role type
Mid-market customer onboarding coach (consultative)
Builds
Customer adoption and operational alignment for mid-market hotel properties
Domain
Hospitality / SaaS / Customer Success
Deliverable
client delivery
Required skills
hospitality operations expertise, consultative coaching, change management, stakeholder engagement, project coordination, system configuration guidance, adoption strategy, cross-functional collaboration, feedback synthesis
Preferred skills
SaaS onboarding or implementation experience, account management, complex engagement management
Technologies
Cloudbeds platform, Salesforce
Responsibilities
Guide customers through system setup, configuration, and operational workflows; build trusted relationships with property leadership to align onboarding with business goals; partner with project management to execute onboarding plans and manage dependencies; facilitate the journey from onboarding through hypercare via video, phone, and email; act as a strategic consultant to optimize processes and maximize platform value; drive adoption by identifying opportunities to expand feature utilization; contribute to training materials and knowledge capture; maintain accurate records in Salesforce and share insights for product improvement.
Seniority
Mid-level, hands-on IC